Customer Success Manager

This is a remote position.

The Customer Success Manager leads Customer Success and Fulfillment Teams by overseeing day-to-day operations and ensuring tasks are completed efficiently. The role focuses on achieving goals enhancing departmental performance and improving processes while providing detailed performance reporting to leadership. Experience with remote or distributed teams is preferred.

RESPONSIBILITIES

Effective communication with internal and external customers and stakeholders

Serve as an escalation point for Customer Success team. Make precise and accurate decisions based

on limited information to have both the customers and companys best interest in mind

Accurately set and monitor DEDs with external warehouses and suppliers

Monitor fulfillment processes. Identify gaps and provide reactive solutions as well as proactive process

improvements to increase fulfillment rates

Provide new operational efficiency and cost savings to the company

Provide back office support and guidance to customer support team

Continually coach and train your current team of employees

Constantly recruit and keep a network of potential candidates

First level escalation for customers to support Customer Success and Logistics agents

Establish and maintain daily and weekly meeting rhythms with the department

Be the first line of communication with assigned customers providing follow up on recent orders

shipping status delays and rescheduling deliveries as needed

Build develop document and update internal processes and procedures in accordance with QMS

CULTURE COMPETENCIES

• Eliminate Friction Everywhere
  
• Every Client Every time Matters
  
• Accountable for Excellence
  
• Each person shapes the client experience
  
• Teach Learn and Grow Together
  
• Say Yes Before Saying No
  
• Deliver Sustainable Growth
  

Requirements

QUALIFICATIONS

Strong attention to detail

Excellent organizational capabilities

Continually outperforms goals and surpasses targets and KPIS

Self motivated and self starter

Advanced to Expert knowledge of MS Office Suite (MS Excel in particular)

Ability to multitask on high priority and sensitive items.

Minimum 2 years of experience in a similar capacity including supervision of direct reports

REQUIREMENT

To achieve or exceed individual monthly goals.

Benefits

15 days PTO

20 days PTO after 3 years

2 Floating Bank Holidays

401k

Insurance

Company Laptop